The financial services industry – banks, credit card companies, loan companies, stockbrokers, financial services advisers and debt collection agencies, have been relatively slow to embrace digital communication.
This has started to change as customers have come to expect solutions such as web chat, speech analytics and AI to be implemented, and increasingly demand self-service, mobile banking, video agents and online banking.
The US Contact Center Verticals: Financial Services looks at the structure, growth, technology, HR and commercial issues found in contact centers within the US financial services sector. Leveraging data from multiple large-scale surveys of hundreds of contact centers, this study gives an in-depth look into this vertical’s contact center trends and operations.
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